Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mary-Elise Eastham

Dallas

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

8
8
years of professional experience

Work History

EMR Operations Manager

Heart to Heart Hospice
04.2024 - Current
  • Educate and train new employees about organizational policies, regarding electronic medical recordkeeping.
  • Develop comprehensive user documentation, including manuals, guides, and FAQs.
  • Oversee daily operations to ensure compliance with healthcare regulations and quality standards.
  • Establish key performance indicators or KPIs for evaluating success of implemented application solutions.
  • Maintain confidentiality of all patient information, adhering to HIPAA guidelines.
  • Mentor new hires, resulting in stronger staff development and increased productivity.
  • Collaborate with subject matter experts to create accurate training content.
  • Develop and maintain relationships with external vendors and suppliers.

Customer Service Specialist

Homecare Homebase
04.2019 - 02.2024
  • Optimized database performance by fine-tuning SQL queries.
  • Provided accurate information about products and services to customers.
  • Identified opportunities for process improvement within organization through use of innovative application technologies.
  • Conducted regular audits of applications to identify areas requiring optimization or enhancement.
  • Assist Authorized Requestors and Field Staff within the Homecare Homebase application, as well as the PointCare application.
  • Developed comprehensive user documentation, including manuals, guides, and FAQs.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.

Customer Experience Representative

Bailey's Blossoms
11.2017 - 03.2019
  • Mentored team members to apply quality customer service techniques and foster satisfaction.
  • Escalated issues that could not be resolved independently to supervisors or managers for further assistance.
  • Followed up on unresolved cases to keep customers informed of progress towards solution.
  • Processed orders, prepared correspondences, and completed required documentation.
  • Drove customer satisfaction with swift and successful handling of escalated complaints.
  • Resolved escalated customer issues in timely and effective manner.
  • Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing product services.
  • Developed strong relationships with clients, fostering a sense of trust and reliability in the company's services.

Education

Associate of Arts -

Tarrant County College
Hurst, TX
05-2016

Skills

  • Operations management and oversight
  • Customer service specialist
  • Planning and implementation
  • Skilled in MS office
  • Skilled in pivot tables and charts
  • SQL database expertise
  • Dependable and responsible
  • Office administration

Timeline

EMR Operations Manager

Heart to Heart Hospice
04.2024 - Current

Customer Service Specialist

Homecare Homebase
04.2019 - 02.2024

Customer Experience Representative

Bailey's Blossoms
11.2017 - 03.2019

Associate of Arts -

Tarrant County College

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